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Warranty Guidelines

Surge Network’s Standard Return Policy represents the number of days/years that Surge Networks will honor returns based on equipment defect or failure and may differ from certain OEM standard restrictions, where applicable.

Warranty coverage is for normal use and does not include damage due to improper handling, Acts of God, or War. We will only accept returns for cosmetic issues when identified within 48 hours of receipt. The length of warranty is determined by the sales representative for your account, based on negotiated rates and terms of your individual transaction. Please reference the warranty field on your invoice for the length of coverage.

Surge Networks warranty covers standard OEM warranty on NBD equipment delivery, when applicable and as defined by the applicable OEM, and does NOT represent IOS support coverage (such as Cisco Smartnet), unless otherwise expressly written within your sales invoice/transaction.


 

RMA Policy Categories:

 

    • Working/Excess—This product is divided into two sub-categories, New or Authorized-Refurbished.  Both conditions require that the equipment be in the original condition in which it arrived to the customer site. For example, all NEW equipment must be unopened, unused and can be resold as new. Products must be in resalable condition (without price tags, clean, undamaged, unused, unopened and complete in the original manufacturer packaging. All products deemed not in “Net-NEW” condition will be returned to customers at their expense. All refurbished items must be in the original packaging, include all accessories and manuals, where applicable, and must be free from any cosmetic damage. These returns are subject to a 20% restocking fee.

 

    • Defective—A “defective” status is determined when a product has either failed to operate or is dead on arrival (D.O.A.), or the equipment has stopped working while in a production environment. Ordering a wrong part number or incompatible product to an already purchased item does NOT qualify as Defective or D.O.A. A “Defective” status can potentially occur in equipment hardware at various times during its lifecycle. In the event that your equipment becomes defective, please follow the “Keys to Warranty Policy” below to ensure that your RMA is expedited. Surge Networks reserves the right to test defective and D.O.A products. Upon completion of this test, if they are determined NOT to be defective or D.O.A., then Surge Networks, with sole discretion, may deny any refund or replacement requested. Any product deemed not defective or D.O.A. will be returned to customers at their expense.

 


 

Keys To Warranty Policy:

Manufacturer Serial Number—Manufacturer serial numbers will identify a manufacturer’s specific product line and those serial numbers have been tracked within Surge Networks’ customer database.  These serial numbers must be provided in order for any warranty to be in effect and to determine the requested product support.

Manufacturer Name—Identifies the manufacturer name and specific product line, if applicable.

Original Invoice Number—This information should be kept in order to fast track your RMA request.

Original Invoice Date—This information can be found on your original invoice and is important to tracking the length of your outstanding warranty coverage.

Warranty Phone Number—Your fastest and most effective contact is to reach your individual sales representative. They will initiate any applicable RMA on your behalf.


 

RMA Online Processing:

RMA’s may be initiated online using the below link.  Please note that you will want to have all the “Keys to Warranty” information available when going to the RMA portal:

http://www.surgenetworks.com/rma

Once you enter the RMA portal, you will be asked for an RMA code. Please contact your sales representative for the authorization code.

“I am very satisfied with the equipment and the service we received. As soon as we need something else, I will definitively contact you.”

Javier R., Qatar

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